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Aspiring Contributor
Message 161 of 313

Re: BT Infinity and https connection issues

I too am having routing issues with a secure cloud storage site:

Below are trace routes direct and with a VPN, which shows a clear route.
This is most annoying and I wish BT would sort it out, its a premium service (infinity) that I pay alot for, and having to use a VPN is not ideal.

[Trace Route via BT]
Tracing route to []
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms []
2 5 ms 5 ms 5 ms
3 6 ms 5 ms 5 ms
4 6 ms 6 ms 6 ms
5 6 ms 5 ms 6 ms
6 6 ms 6 ms 6 ms
7 6 ms 6 ms 6 ms []
8 13 ms 7 ms 7 ms []
9 7 ms 7 ms 7 ms []
10 22 ms 41 ms 21 ms []
11 * 8 ms 7 ms []
12 * 119 ms * []
13 * 106 ms * []
14 * 106 ms * []
15 * * 112 ms []
16 * * 150 ms []
17 131 ms * * []
18 * 186 ms 181 ms []
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * 153 ms []

[Trace Route via VPN]
Tracing route to []
over a maximum of 30 hops:

1 15 ms 14 ms 14 ms
2 15 ms 15 ms 15 ms
3 15 ms 15 ms 15 ms []
4 15 ms 14 ms 15 ms
5 15 ms 15 ms 15 ms []
6 15 ms 15 ms 15 ms []
7 20 ms 22 ms 20 ms []
8 108 ms 94 ms 94 ms []
9 145 ms 148 ms 127 ms []
10 142 ms 135 ms 143 ms []
11 127 ms 127 ms 127 ms []
12 127 ms 126 ms 126 ms []
13 127 ms 127 ms 127 ms []
14 127 ms 126 ms 126 ms []

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Message 162 of 313

Secure site (https) issues with home hub 3

First post - Hoping someone can help, this is driving me mad!


Had Infinity 2 installed a few months back - and I've had a problem right from the word go with SOME secure websites (https), normally when trying to pay for something, or log in to an account etc. So far, the list of affected sites are:


The list is growing as I discover them. Now, the above websites work flawlessly up until the point I log in to an account to pay for something/service - what happens then is the browser will 9 times out of 10 time out. On the 1 time out of 10 it doesn't, it is very slow or doesn't display the page correctly. Aside from this, the internet is flawless at all times, and runs at full speed. This is, however, a massive issue as each time I go to buy something, I get a headache.


Now, I run 2 desktops and a laptop, have multiple OS and multiple browsers. The laptop is used out of home too. I can CATEGORICALLY say that it is not a laptop/desktop configuration problem - this all started only when we had Infinity installed, and I can access the sites fine on the laptop on a friends broadband.


I believe this is a home hub issue, I believe it is blocking (or trying to block) some encrypted web sites, for some unknown reason - can anyone help me with this?


What I've tried:


disabling all computer firewalls and homehub firewall

resetting the homehub

changing the DNS settings to openDNS and Google DNS


Any ideas?


This happens with select websites and ONLY when secure, but not all secure sites. For instance, was percectly fine until a few weeks ago when they updated the members area. It now takes me 15 minutes to get into the members area after many many refreshes and time-outs. Navigating the non-secure part of the website is flawless.


Any ideas appreciated before I ring BT direct and request a new home hub.



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Distinguished Sage
Message 163 of 313

Re: Secure site (https) issues with home hub 3

That is a strange problem I personally use Infinity and a HH3 on secure sites on multiple pc's and Mac's with no problems using secure sites as do the majority
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Message 164 of 313

Re: Secure site (https) issues with home hub 3

I did a search for https on here, and have found at least 5 other users with the exact same issue, and no sign of a solution yet.

Is it ok for me to request a new hub from BT? am I likely to get one?
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Distinguished Sage
Message 165 of 313

Re: Secure site (https) issues with home hub 3

you could try but I would not like to guarantee you would get one
But then that is a very few number of posts for the thousands that are posted here
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Message 166 of 313

Re: Secure site (https) issues with home hub 3

True, but if a number of users are getting the exact same issue, there must be a problem somewhere. I'm not expecting BT to suddenly fix the issue properly, but if a new hub fixes it for me, that would be fine 🙂
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Message 167 of 313

Re: Secure site (https) issues with home hub 3

Is this specific to a particular browser? Have you tried alternate browsers? I cant see it being the router  as its so specific to only HTTPS sites. It might be worth changing the MTU size on your PC its a per interface setting so you need to change the interface you use ie cabled ethernet or wireless. You can find more about changing the MTU size here .


Try 1400 to start with and if you are still having issues try dropping to 1200, I wouldn't go any lower than that tho.

Message 168 of 313

Re: BT Infinity and https connection issues

Still appallingly slow in the Portishead area.

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Community Manager - Retired
Message 169 of 313

Re: BT Infinity and https connection issues

Hi chriswyatt,

Are all websites slow for you? If so, can you start a new thread with your speed results so we can take a closer look at this?

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Message 170 of 313

Re: BT Infinity and https connection issues

I've been reading this thread with interest as I've been experiencing https issues for the best part of 18 months now on & off. I'm not on Infinity, although I'm being upgraded for free next week! However, I am in the SW of England, Newquay Cornwall to be precise.

I've reported this problem on numerous occasions to BT, who just fob me off & say it's a computer problem as nobody else has reported any problems! I know it isn't, as my daughters laptop, which has different os, browser & antivirus has the same problems at the same time.

I've never thought to look on this forum before to see if anybody else has this same issue, but I'm glad I did, because now if BT come back & say nobody else has experienced this issue I can say "Go look on your Forum"!!! 🙂


The problem seems to have got much worse recently & as one who does most of the Xmas shopping online, have been tearing my hair out!


I've emailed another complaint to BT today, so I'll be interested to hear their reply...Will keep you posted!

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